MKT610 Final Term Past Papers by Afaaq

Asslam O Alikum MKT610Customer Relationship Management 3 Papers of FINALTERM EXAMINATION Correct solved papers with reference By Muhammad Afaaq, Remember me In Your Prayers Best regard’s Ch Muhammad Afaaq (Arrein) MBA (Finance) Completed Specialization in (HRM) Completed Specialization in (Marketing) Continue

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PAPER # 01 FINALTERM EXAMINATION Fall 2008 MKT610Customer Relationship Management (Session - 2) Marks: 81

Solved by Afaaq

Q1. Which one of the following options drives the utility of product? (1 marks)

Consumer Customer and consumer Buyer Customer

Q2. Customer complaints are helpful for organization because resolution of complaints leads to stronger relationship. Following are the benefits of customer complaints EXCEPT: (1 marks)

Increase customer satisfaction Create nuisance Improve product efficiency Improve sales services

Q3. Recognize which of the following is an acronym of TCCP. (1 marks)

Total customer convenience program

Total customer care program

Total customer care programme - (TCCP)

Page # 07 Lesson # 04

Total customer commitment program Total customer courtesy program

Q4. Customer services department is responsible of providing services at which time? (1 marks)

Before purchase and after purchase At the time of purchase Before purchase

After purchase

Q5. What happened immediately after World War II? (1 marks)

Values of customer service increased Nothing happened

Power of supplier increased

After World War II, increased the power of suppliers

Page # 09 Lesson # 05

Power of customer increased

Q6. Which one of the following statements is TRUE in context of customer relationship management (CRM)? (1 marks)

CRM is one of the smallest functions of many business functions

CRM is the only principal function of the firm to achieve customer satisfaction

A firm can practice marketing without CRM to achieve customer satisfaction CRM is included in all the different business functions to achieve customer satisfaction